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European Customer Experience World (ECEW) Conference 2013 in London Employees creating customer happiness by setting standards Anders Åmot Head of Service Training & Customer Experience, SAS ECEW 2012 @smilingViking
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Employees creating customer happiness by setting standards
Anders ÅmotHead of Service Training & Customer Experience
ECEW 2012@smilingViking
LISTENING FEE 0:-QUESTION FEE 0:-CONTACT FEE 0:-
Customer Experience at SASPR
E-T
RAV
EL
ON GROUND
TRAVEL
INFLIGHT ON GRO
UND
TRAVEL
PO
ST T
RAV
EL
Choice ofProduct
Booking
TravelInfo
i
Check-InandBaggage
Pre-Travel(e.g. Lounge)
IRRBoarding
InflightService
Transfer
Arrival
CustomerRelations
EvaulationandPost-Travel infoi
Time
vs.
82
vs
17
Lounge Staff Friendliness/Helpfulness 71-75Overall impression of the Lounge 65-72
Lounge Staff wished me welcome to the Lounge 64-70
Lounge Staff Availability 71-73
Personal touchDetails
= Atmosphere
+
1. Do what you already do, only emphasize it more!
2. Start doing new things
SmileS Say hi! How to welcome our guests, first impression lasts Hi with an add on
M Make it happen! Just do it, solve the problem, surprise & conquer
E Every day, every customer, every visit. Deliver consistent service, professionalism, I’m on stage
I I’m available! Be curious, be present in the moment, be proactive, find new ways
L Look people in the eyes. Be interested, see every individual, I know my product and my job
Our toolbox – background and process
Approx 3000 frontline staff
ideas!
Ideas SGH
Ideas Lounge+C
CC
Ideas Crew
The ideas
Washing and
rephrasing
100 concrete
tools
Smile workshops 2011-2012
100 tools
Evaluation and
prioritization in Smile
workshops
14 overall service
standards
Statistics/ranking
Smile
SAS OVERALL SERVICE STANDARDS FOR FRONTLINE STAFF (3)
Cabin crew
service standards (5)
Ground staff
service standards (5)
CCC staff
service standar
ds (done)
Lounge staff
service standar
ds (done)
Inspirational toolbox with 100 tools/themes
1. Is it something everyone can do?
2. Does it represent SAS Brand Personality –
Folksy, Charming, Self-Confident & Warm?
3. Will the customers notice we do it?
4. Can it be communicated to our customers
that we do it?
5. If everyone does it, is it something our
customers are willing to pay for in the long
run?
Lounge Staff Friendliness/Helpfulness 71-75 78-81
Overall impression of the Lounge 65-7274-81
Lounge Staff wished me welcome to the Lounge 64-7092-96
Lounge Staff Availability 71-7376-80
@SmilingVikingQUESTION FEE 0:-CONTACT FEE 0:-
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